Returns Policy

RETURNS, EXCHANGES, CANCELLATIONS & REFUND POLICY

Effective Date: 20 September 2026
Online Fashion Store • United Arab Emirates

At ZAYA, we aim to make online shopping simple, transparent and convenient. This policy explains how cancellations, exchanges, returns and refunds are handled for purchases made through our online store in the United Arab Emirates.

By placing an order through our website, you acknowledge and agree to the terms set out below.

1. Order Cancellation

• Cancellation requests should be submitted before an order is dispatched.

• Once an order has been shipped, cancellation may no longer be possible.

• If an order has already been dispatched, the customer may need to follow the applicable return or exchange process.

• ZAYA reserves the right to decline cancellation requests for orders that have entered the fulfilment or delivery process.

2. Returns & Exchanges

• Eligible fashion products may be exchanged provided they are returned in their original condition.

• Condition requirements: Items must be unworn, unused, unwashed, undamaged, free from stains, perfume or alterations, and returned with original tags and packaging where applicable.

• Exchange request period: Requests must be raised within 24 hours of delivery. Requests received after this period may not qualify for an exchange.

• Return Reason: Customers must clearly state the specific reason for requesting a return, such as incorrect size, defective/damaged product, wrong item received, or any other valid reason. The return request should include sufficient details and, where applicable, clear photographs of the product to help us assess and process the return efficiently.

3. Non-Returnable / Non-Exchangeable Items

• Certain products may be excluded from return or exchange for hygiene, product-condition, promotional or other applicable reasons.

• Where an item is subject to a specific restriction, this will be indicated on the relevant product page or order information.

• Returned products may be inspected before an exchange or refund is approved.

4. Return & Delivery Charges

• Where a return or exchange is approved, return shipping or collection charges may apply depending on the circumstances.

• Any applicable delivery, collection or other non-refundable charges will be communicated to the customer where relevant.

5. Refunds

• Approved refunds will be initiated within 3–7 business days after approval and completion of the applicable return process.

• The time taken for the refunded amount to appear in the customer’s account may vary depending on the bank, card issuer or payment provider.

• Refunds will normally be made through the original payment method, where technically possible.

• Any applicable deductions will be communicated before the refund is processed.

6. Shipping Charges

• Shipping and delivery charges are non-refundable and will not be included in any refund amount, unless otherwise required under applicable UAE law or expressly agreed by ZAYA.

7. Damaged, Incorrect, Defective or Incorrect-Size Items

• If an item arrives damaged, defective, different from the item ordered, or different from the size ordered, the customer should contact ZAYA Customer Support as soon as possible.

• Customers may be asked to provide the order number, photographs and other information required to assess the issue.

• After review, ZAYA will advise the customer on the appropriate resolution in accordance with the applicable policy.

8. EMI / Installment Purchases

• For orders paid through EMI, installments or similar payment facilities, cancellation and refund processing may be subject to the terms and procedures of the relevant bank or payment provider.

• Bank-specific charges, adjustments or processing times may be outside ZAYA’s control.

9. Payment & Transaction Issues

• ZAYA is not responsible for transactions that are declined, reversed, delayed or not authorized by the customer’s bank, card issuer, payment gateway or financial institution.

• Payment-related issues should also be raised with the relevant payment provider.

10. Website & Product Information

• ZAYA makes reasonable efforts to keep product descriptions, photographs, prices and availability accurate and current.

• Product colours may appear slightly different depending on the customer’s device or screen settings.

• ZAYA may update product information, prices, availability and website policies when necessary.

11. Intellectual Property

• Website photographs, graphics, designs, text, layouts, logos, branding and other creative materials are owned by or licensed to ZAYA unless otherwise stated.

• Unauthorised copying, reproduction, modification, distribution or commercial use is prohibited.

12. Third-Party Websites & Services

• Our website may contain links to third-party websites, payment providers or external services.

• ZAYA is not responsible for the content, availability, security, policies or practices of third-party websites or services.

13. Privacy

• Customer information collected during ordering, payment, delivery, returns or customer support will be handled in accordance with ZAYA’s applicable Privacy Policy.

14. Governing Law

• These policies and transactions made through ZAYA’s online store shall be governed by the applicable laws and regulations of the United Arab Emirates.

• Any dispute arising in connection with the website, products, orders or services shall be subject to the jurisdiction of the competent authorities and courts of the UAE.

15. Policy Updates

• ZAYA may revise this policy from time to time to reflect changes in its business, services, payment methods or applicable requirements.

• The latest version published on the website will apply to future purchases.

We are committed to providing a transparent, convenient and customer-focused shopping experience.

This policy should be read together with ZAYA’s Terms & Conditions, Privacy Policy, Shipping Policy and any product-specific terms displayed at the time of purchase.